Global Forecasting & Reporting Sr. Analyst
Position Title : Job Purpose
Global Forecasting & Reporting Analyst is responsible for supporting all CARE Centers by providing accurate and timely forecasts for staff planning.
They will closely and continuously monitor factors that may impact contact / order / order volume to make ongoing refinements to forecast models to react to changes in the business.
They will also will be responsible for reporting on KPI performance for Global CARE; develop and maintain the necessary processes to accurately report on headcount and seating to support global resource planning.
Develop forecasts for contact / order volume for the various Lines of Businesses, Markets and Channels supported by the CARE Centers On a quarterly basis to support staffing models On an annual basis to support fiscal year staff budgeting
Conduct ad hoc forecast adjustments inter-quarter due to unforeseen changes (e.g. promotional calendar updates, customer behaviour changes)
Develop and / or enhance processes to drive improvements in the accuracy of forecasts and the timeliness of delivery of forecasting information to relevant stakeholders
Manage relationships with key stakeholders to obtain critical inputs for forecasting such as promotions, product launches, new self-service tools, adjusted operating hours, etc.
Produce forecast accuracy reporting and analysis to provide insight on root causes for forecast variance
Assess the impact of new initiatives on contact / order forecasts and make updates as needed to the forecast
Maintain WFM reporting cubes and dashboards in partnership with CARE Analytics
Analyze KPI performance data and provide insights into reasons for significant variances
Create and publish weekly, monthly and quarterly KPI performance reports for Global CARE
Process ad-hoc requests for WFM data that is not readily available in existing reports
Provide WFM consultation support on relevant BI or Analytics projects
Define and maintain processes to ensure the accurate data capture of headcount across all Centers
Develops and maintains accurate reporting of headcount data across all CARE Centers
Define and maintain processes to ensure the accurate data capture of seating across all Centers
Develops and maintains accurate reporting of seating data across all CARE Centers
Performs other duties as required based on WFM skillset
Skills & Experience
Bachelor’s degree in Business with a focus on Statistics or Computer Science
3+ year’s Workforce Management experience in a senior specialist capacity
Experience in working with various forecasting techniques and delivering quality control across forecasting and analysis activities to ensure continuous improvement
Working knowledge of contact center operational management & workforce management methodologies and principles.
Ability to manipulate large volumes of data using MS Excel and create useful reports
Experience using MS SQL is desired
Sound analytical thinking with strong problem solving and decision-making skills
Demonstrated problem solving ability with emphasis on drawing inferences from data and strong attention to detail
Exemplary communication and presentation skills with strong business acumen to facilitate different business relationships across multiple locations
Demonstrated success in a competitive, high-performance, target-driven environment
Experience with creating reporting dashboards is a plus
Must be available to work any shift that falls within our operating hours which spans 24 hours, seven (7) days per week